experience

Forrester Consulting conducted a Total Economic Impact (TEI) study to provide readers with a framework to evaluate the potential financial impact of SAP S/4HANA on their organizations. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed several customers with experience using SAP S/4HANA.
Read the study to learn how Forrester concluded that SAP S/4HANA provides an ROI of 349%.

Zendesk Support helps you improve relationships with your customers and provide them with a seamless experience. Improve customer satisfaction, increase agent productivity, scale your support operation, and better manage your team. Watch the demo and take advantage of your support efforts to benefit your entire company.

Retailers competing in the high-pressure world of ecommerce have many challenges. Not only do you need to provide an interesting and compelling shopping experience, you also need to make that experience fast and reliable.
But this doesn't need to be difficult - check out our best practices guide that includes:
Getting started with performance testing
The common challenges faced by online retailers
Testing checklist
Top ecommerce business metrics
Who should be on your testing team
The different types of performance tests
Testing in production vs. in the lab
Security and performance testing

Today every business is focused on their customers, and finding ways to better understand and serve them with differentiated digital experiences. With all of the choices available, users have become highly demanding, and quickly lose patience and trust when web and mobile app experiences are poor. Today’s digital user demands rich, engaging content that is fresh, personalized, and fast. If your websites and mobile apps can’t deliver, they’re gone.
This eBook will give you insight into:
Monitor how users interact with your online applications by leveraging real user data
Optimize behaviors that drive the most revenue impact across user locations and devices
Validate whether the optimizations resulted in desired business outcomes using real-world situations

In September 2017, Akamai commissioned Forrester Consulting to examine how companies approach digital experience and digital security. A survey of over 350 IT executives around the world found that:
Customer trust is at an all-time low and it’s hurting growth
Executives are aware that customer trust is becoming critical to success
Companies struggle to balance security with digital experience
Failure to deliver on security impacts brand reputation, customer trust, and revenues
This report, Drop A Pin At The Intersection Of Digital Experience And Security, shares insights into these findings and what sets top digital businesses apart.

Today every business is focused on their customers, and finding ways to better understand and serve them with differentiated digital experiences. With all of the choices available, users have become highly demanding, and quickly lose patience and trust when web and mobile app experiences are poor. Today’s digital user demands rich, engaging content that is fresh, personalized, and fast. If your websites and mobile apps can’t deliver, they’re gone.
This eBook will give you insight into:
Monitor how users interact with your online applications by leveraging real user data
Optimize behaviors that drive the most revenue impact across user locations and devices
Validate whether the optimizations resulted in desired business outcomes using real-world situations

Retailers competing in the high-pressure world of ecommerce have many challenges. Not only do you need to provide an interesting and compelling shopping experience, you also need to make that experience fast and reliable.
But this doesn't need to be difficult - check out our best practices guide that includes:
Getting started with performance testing
The common challenges faced by online retailers
Testing checklist
Top ecommerce business metrics
Who should be on your testing team
The different types of performance tests
Testing in production vs. in the lab
Security and performance testing

Do you want to bring continuous delivery to your organization? Or would you simply like to begin your automation Journey?
CA Technologies Automation Solutions (formerly Automic) proposes a fourstage blueprint to continuous delivery to assist enterprises at any stage of their DevOps journey.
This e-book sets out a plan that can take a company of any maturity level all the way up to enterprise-scale continuous delivery using a combination of CA Continuous Delivery Automation, 40-plus years of business automation experience, and the proven tools and practices the company is already leveraging.

CA Technologies automation solutions help organizations increase business productivity by simplifying the management of complex workloads and empowering development teams with self-service tools that accelerate the development and delivery of new and enhanced applications. CA Technologies commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) that enterprises may realize from automation. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of CA on their organizations.
To better understand the benefits, costs, and risks associated with CA workload automation (WLA) solutions, Forrester interviewed an existing customer with years of experience using CA. The organization that Forrester interviewed manufactures consumer electronics that it sells through retailers around the globe. Download this whitepaper to find out more.

Challenge
Some SAP systems can take up to 10 days to complete a SAP system copy. That’s 10 days of unproductive time. Why? SAP does not provide the necessary tools out-of-the-box to automate and handle the process efficiently. This means you must use highly skilled SAP BASIS staff to manage the process. Manual steps, along with hundreds of configuration settings, can take days to complete—and like many organizations, you have also experienced too many delays, causing non-production systems to be unavailable, which stalls development, testing and training activities.
Opportunity
So you’ve concluded your SAP system copy process is hindering innovation and productivity. You’re considering automating the process to ensure system copies are available for all environments on time, every time.
Benefits
What are the key capabilities you actually need to address SAP system copy inefficiency once and for all?

Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement.
Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands.
Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.

When call center agents don’t have access to an EMR, consumer demographic, sociological and other data, nor an understanding of marketing campaigns, agents are inefficient, reactive and unable to personalize interactions with patients and consumers. The disjointed call center experience harms the health system’s ability to find, guide, and keep patients for life.
The call center is often the first touch for many prospective healthcare customers, and Scripps Health recognized these challenges. They made the pivot from call center as cost center to strategic lynch pin in their patient experience strategy. Call center agents are now delivering a world-class patient experience as they provide physician referrals, take class registrations, and serve as a clearing house for general information . An added bonus of the shift is they can now integrate outbound calling into campaign efforts, and measure the full impact of marketing efforts and strengthen marketing’s ROI.
Get your free copy of

Advertisers have made great strides in understanding consumers’ digital journeys. But in order to truly map the steps of the consumer – including bridging the journeys between digital and physical worlds – you need advanced location-enabled intelligence. Find out how precise real-world geometry gives you the context you require to create personalized consumer experiences with the HERE and Location-Based Marketing Association (LBMA) white paper.
HERE Technologies gives you the location context you need to make sense of your dynamic user data. Mapping consumer movements to real-world elements such as points of interest, retailers and their building shapes allows you to observe consumer journeys to within meters, and deliver more timely, accurate campaign messages.

Zendesk commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) that organizations may realize by utilizing Zendesk’s customer support products to improve handling customer interactions.
The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Zendesk on their organizations. To better understand the benefits, costs, and risks associated with a Zendesk implementation, Forrester interviewed seven organizations with experience using Zendesk’s customer support products.

Initiatives that provide a digital customer experience or digitise existing processes merely scratch the surface. To unleash the true potential of digital, you need to reimagine your business model.
Download this report to find out:
• ten key technologies that will change business forever
• why strategy beats technology in the race to transform
• where business leaders think the key changes happen
• the three categories of innovation that will drive digital business models of the future.

Robotic process automation (RPA) promises huge gains for business services, including lower costs, better market insight and an improved customer experience. But implementing RPA requires a clear plan of action.
Download this guide to:
• understand the different types of automation
• rethink myths around automation that could be holding you back
• plan the first 100 days of your RPA journey
• understand how to manage change as you integrate ‘bots’ into your workforce
• get key insights from more than 50 automation projects worldwide.

Initiatives that provide a digital customer experience or digitise existing processes merely scratch the surface. To unleash the true potential of digital, you need to reimagine your business model.
Download this report to find out:
• ten key technologies that will change business forever
• why strategy beats technology in the race to transform
• where business leaders think the key changes happen
• the three categories of innovation that will drive digital business models of the future.

Despite multi-billions of investment, only a small number of UK firms succeed in making customer experience a source of value. How can you join them and get CX investments flowing through to your bottom line?
Read this report to understand:
• how CX leaders are reappraising organisational structures to get closer to the customer
• what four key principles they follow to build a connected customer experience
• how they are using events in customers’ lives to drive innovation and set new standards in customer experience
• how the connections enabled by CX platforms work as a springboard for success.

New technology is driving consumer expectations to new heights. Businesses that understand the value of customer experience (CX) excellence stand to capture significant revenue from this trend.
Read this report to find out:
• what’s really going on inside the mind of the customer
• how first-movers are using new technologies to transform customer experience
• what the six pillars of customer experience are and how to master them
• why internal and external connectedness is an essential component of CX excellence
Download the report now

In a fast-changing marketplace, customers expect a seamless experience across every channel. To compete successfully and win their custom, you need to become a customer-centric, connected enterprise.
Read this guide to find out:
• why it pays to be a connected enterprise
• eight connected capabilities your business needs to develop
• five key steps to developing your strategy
• ‘what good looks like’ – for your customers and your organisation.
Get the guide

IBM Planning Analytics, powered by IBM TM1, is the fast, flexible, planning solution that helps you align financial plans with corporate objectives linked to operational tactics and market events. In this quick, 10- minute guided demo, you’ll get hands-on experience with IBM Planning Analytics by building a revenue plan.
You’ll play the role of a financial planner and learn how to:
• Create a revenue plan in IBM Planning Analytics Workspace
• Adjust the plan by increasing sales by 20% through an online channel
• Review the impact of your changes on net profit